Simon Q.
MY DOG DIED WHILST WAITING FOR THIS ORDER!
Shocking customer service and a truly heartbreaking experience. Earlier this year, when my beloved dog became seriously ill, I ordered and paid for two orthopaedic dog beds on 26 April 2026. I purchased two different sizes because I simply wanted to give him the greatest possible comfort in what I knew were likely to be his final months. From 7 May, the company's portal showed the order as "In Transit". I queried this and received nothing more than a generic "Thanks for reaching out…" response, with no explanation and no action. I sent further emails on 16 May, 19 May, 20 May and 26 May and was met with complete silence. Then, on 4 June, the portal status changed to "Return to Sender", making it abundantly clear that my order was never going to reach me. My dog has now passed away. Instead of spending this difficult time caring for him and making him as comfortable as possible, I found myself chasing a company that seemed entirely indifferent to its customers and incapable of providing even the most basic communication. I understand that mistakes happen. What is completely unacceptable is ignoring customers, failing to provide updates, and leaving people in the dark for weeks on end. A company that takes payment and then effectively disappears should be ashamed of the distress and frustration it causes. No amount of money can undo the loss of our much-loved dog, but this whole experience has added unnecessary upset to an already devastating time for our family. At this stage, all we want is the refund we are entitled to, so that we can finally draw a line under one of the worst customer service experiences we have ever encountered. I sincerely hope no other family going through the pain of losing a beloved pet is treated with such disregard.
Response from FUNNYFUZZYJun 23, 2026
Hi Simon, Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience, frustration, and disappointment this situation may have caused. We truly regret that your experience did not meet the level of service we aim to provide. We’re glad to confirm that your concern has now been addressed and is currently being processed. Our team has also followed up with you via email and provided the necessary details regarding this matter. We greatly appreciate your patience, understanding, and the opportunity to assist you. If you have any further questions or require additional support, please don’t hesitate to contact us at [email protected] Team FunnyFuzzy